1. Lost Shipments
(A) Lost before carrier acceptance (tracking remains unshipped for an extended period or no number is available)
· Choose expedited reshipment of the full order or cancel the order for a full refund of the amount paid.
(B) Lost in transit
· We will help provide dispatch records, the tracking number, and a statement of item value. The carrier will handle the claim under its compensation rules.
2. Missing Items After Delivery
Within 48 hours, send customer service a complete, unedited unboxing video that begins before the parcel is opened. After verification:
· Missing or short-shipped item: the price of the affected item will be refunded.
· Incorrect item: contact customer service for the correct item to be sent or a refund.
3. General Rules
· Timing: after the resolution is confirmed, refunds are returned to the original payment method within 7 business days; replacement orders ship within 2 business days.
· Exclusions: these rules do not apply to false claims about product issues or refusal of a parcel for personal reasons.